Tag Archives: customer service

We frequently go through some of our larger customer accounts and call to check in and see how the service is working for them. On one occasion, I came across a large account. At first glance, I noted that they paid their bill each month and almost never called Customer Service. Great, right? But when I called and spoke with them, I found out they were experiencing a number of technical issues and were considering switching to a different provider. They just didn’t have the time to call us or try to resolve the issues. I'd gone into the call thinking this customer was going to sing our praises, only to find out that we had challenges to deal with. While I wasn’t able to resolve all of their issues immediately, I was able to open up a feedback loop with the customer to work towards resolution. Net Promoter Score (NPS) is... Read More →

  Our Phone.com customers are pretty savvy! They will often scan our website and device docs before calling us for help. We realized that adding a robust knowledge base, where customers could find setup tips, browse phone features or resolve common issues, was a no-brainer. It’s with that in mind that we are thrilled to unveil the new Phone.com Support Center! Here you'll find a true hub of information, including set-up guides for businesses of varying sizes, helpful write ups on our many features, and a great list of FAQs that address the top issues our customers face. Take Note! There are three things you should know about our new Support Center: We are far from done. A great support center is dynamic, constantly being updated to ensure that it delivers the most important information. We will be covering a lot more of our features and options soon! Your voice is essential. We want to hear from our customers. What can we... Read More →

We always knew they were outstanding, but now the experts agree! Customer-success SaaS platform Mindtouch recently included Phone.com Director of Customer Service Jeremy Watkin and Customer Service Manager Jenny Dempsey in a report that profiles their top 100 Customer Success Influencers. Jeremy and Jenny both joined Phone.com in the early days, and they continue to do what it takes daily to drive outstanding customer success and manage a team that is truly all about support. Congratulations Jeremy and Jenny! You can follow them on Twitter or on their customer-service blog Communicate Better.Read More →

  You know those mornings when you just don’t want to get out of your PJs? Today, we didn’t have to! We work hard at Phone.com to ensure our customers are taken care of, and we like to have a giggle or two while we’re doing it. Pajama Day began with a fresh bagel and a cup of OJ as each team member walked into the office. Being cozy in our PJs—especially for those wearing footie onesies—made our day all the more fun and brought the team together! We believe that awesome customer service is an inside job! And if our team is feeling warm and fuzzy, our customers will no doubt feel the love!Read More →

[caption id="attachment_19184" align="alignright" width="250"] Customer Service pup Wino, enjoying the green grass at Phone.com's Poway offices.[/caption] Customer Advocates for Animal Rights (AFAR) came to Phone.com through our affiliation with Grassroots.org, a partnership that gives non-profits one year of free phone service. Based in Michigan, AFAR's goal is to advocate on animal-rights issues, educate the public on spaying and neutering, and celebrate the special bond between animals and the people who care for them. Their phone line is used to raise funds and gather support to provide no-kill temporary housing and care for strays. Director David Farr says Phone.com has definitely helped move AFAR's work forward. "As we grow, Phone.com is there, meeting our needs, often even before we know we need something." AFAR uses a Phone.com customized toll-free number. This feature lets customers pick a number that is easy for callers to remember and dial because it uses letters associated with the organization. For example, AFAR's donation and support line is 1-866-224-AFAR.... Read More →

For any non-profit organization running an office in Washington, DC, operation costs can be a killer. Rent, keeping the lights on, marketing—and oh yeah, phone service. You need a really good business phone service if you're an international, grassroots organization like Students for Sensible Drug Policy (SSDP). SSDP is a student-led network that advocates for drug-policy reform and safer program implementation. The organization works to effect change, for example, on financial-aid eligibility for drug offenders who want to study, medical marijuana legislation, and Good Samaritan policies, among other issues. They have 3,000 active US members and over 200 student chapters. "We went from having one line shared by all [three] staffers, no individual mailboxes, and no ability to forward messages or transfer calls to cell phones to having a fully-functional business phone system," says Executive Director Betty Aldworth. Since late last year, Aldworth says the Washington office has grown from... Read More →

The book, The Seven Habits of Highly Effective People, by Stephen Covey has left an indelible mark on me since reading it a couple years ago. At the time, we were reading the book as part of our customer-service book club. Habit number seven is "Sharpen the Saw." The basic principle is that unless you take time to invest in your physical, mental and spiritual wellbeing, your "saw" will become dull and ineffective. In a day and age where we can literally get home from work, a bag of fast food in hand, and plop down on the couch to binge watch episode after episode of our favorite television shows on Netflix, it's likely there are a lot of dull saws out there. Does your work feel completely uninspired? Has your career hit a plateau? Does your imagination feel more like a mental blockade? Allow me to share three ways... Read More →

I wrote a post on Communicate Better Blog about a year ago about the importance of being a smile collector. Erica, one of our awesome customer service representatives, introduced me to the concept when I told her that an email she'd sent made me smile.  She responded by saying, "That's great! I collect smiles!" That phrase has really stuck with us. In fact, all good feedback, internal or external, makes us smile. Plus, we love making our customers smile! We now have a Smile Box in our office and every bit of good feedback goes in that box. Names are drawn from the box periodically and we celebrate the smiles together as a company. We go a step further and produce an internal Smile Report every month with all of the amazing feedback from our customers. I was just reading some of the feedback from this week's drawing and immediately... Read More →

At Phone.com, we love our Channel Partner Program (CPP). It allows businesses that would benefit from bundling Phone.com with their own services to offer their clients superior VoIP phone service! While Phone.com provides software tools, training and support for CPP Agents, the agents work one-on-one with their own clients to provide great customer support. Matthew Demaree, CEO of HTDNET, a Virginia-based computer consulting and web-hosting company, signed on with the CPP Agent program in 2011 after using our phone service for a couple of years. "We became authorized Phone.com agents, allowing us to take our knowledge and experience of Phone.com's products and services directly to our customers—getting them the direct support they need and still getting awesome backup support from Phone.com when we have a special issue or request." Demaree is a big Phone.com fan. "We have NEVER had a customer-service failure. Phone.com always goes above and beyond to ensure... Read More →

GreenFire Energy is a small but growing renewable energy firm located in Salt Lake City, Los Angeles and the San Francisco bay area. Founded in 2010, GreenFire has worked to develop breakthrough CO2-based geothermal energy systems that produce clean, sustainable energy. They recently made the switch to Phone.com and co-founder Randy Balik has already seen a positive impact on his small business. "Phone.com has simplified the way our small business manages its entire phone system," he says, adding, "Your service has given us a much more professional business presence than we had before." Features like customizable menus and professional greetings easily set small businesses apart from their competitors, and are included in Phone.com's basic plan. Balik says that GreenFire is saving about $70 per month over their previous VoIP system, and is getting a much broader service. And while Randy Balik uses our control panel to tweak settings, he's happy to... Read More →

These days, more and more people are working out of their offices or in the field. Few companies need a receptionist or a physical answering machine to take messages. When you're on the go, Phone.com makes it easy to get a voice message as soon as a caller leaves one in your Inbox. For Maurice Aguirre, Chief Lobbyist at DG Group, LLP, on-the-go voicemail is one of his favorite features! The DG Group is a high-stakes advocacy and public-strategy firm that offers a range of services to help their clients gain a competitive advantage. Services include public relations; creating, implementing and changing public policy; and business-management consulting. One of Aguirre's chief goals, is to build and maintain strong relationships with his clients. Having voicemail at his fingertips is key. "Always being connected to a client, no matter where I am or whether an assistant is routing calls, is priceless," he... Read More →

This post originally appeared on our customer-service blog at CommunicateBetterBlog.com A little over a year ago, I made a terrific connection with author and customer-service expert, Jeff Toister. After attending a webinar about his book Service Failure, I began reading Jeff's blog and communicating with him on Twitter. We eventually realized that we live less than a mile from each other, and have met a couple times to hike and talk customer service. Eventually, we arrived at the idea for a meetup for customer-service professionals in San Diego. Last week, Phone.com hosted the meetup by opening up our office and providing refreshments. I had the opportunity to share some of the key components that we strive for when we talk about achieving awesome customer service. It was fun to give a tour of our customer-service operation and answer questions from attendees. Jeff followed up with a discussion on the common customer-service challenges that... Read More →

We want our customers and friends to be fully aware of the Heartbleed issue. The Heartbleed Bug is a serious vulnerability in the popular OpenSSL cryptographic software library. This weakness allows stealing the information protected, under normal conditions, by the SSL/TLS encryption used to secure the Internet. Source: Heartbleed.com This of course begs two questions: What is Phone.com doing in response to the Heartbleed Bug? As of 11:00 PM Pacific time on Tuesday, April 8, our engineering team applied all of the necessary patches to the Phone.com network to ensure this vulnerability no longer exists. What can you do to protect yourself as an Internet user? As many other companies have suggested, we recommend that you change your passwords for any online accounts that contain secure data and personal information, including your Phone.com account. Finally, you may have received emails from many of the companies and online services that you use. The Heartbleed... Read More →

Phone.com makes it easy and affordable to support a business in several countries! Need virtual numbers in different regions and the ability to call internationally? For Ofelos Media, a Phone.com client based in Cyprus, our phone service delivers all that and more! Ofelos Media offers business and marketing services that help small companies expand and establish an online presence. Services include scanning and electronic archiving of documents, strategies for mobile and online marketing, and guidance on social media. Phone.com gives Ofelos Media the telephony resources to maintain their relationships with global clients, and enables them to operate economically. While their main office is located in Cyprus, Ofelos Media has another office almost 2,000 miles away in Denmark, with each location using numbers local to those countries. "The features we love most about the [Phone.com] system is its ability to handle global numbers, which gives us a local presence in each country,"... Read More →

Phone.com and Toister Performance Solutions, Inc. are hosting a meetup event for San Diego customer service professionals on Wednesday, April 9 from 4:30-6:30 PM Pacific time. The evening will feature a grand tour of Phone.com's awesome customer service operation, round table discussions about customer service and, of course, networking. There are still spots available but they are going fast so sign up today. Click to sign up and learn more about the event!Read More →

I really hope you're not working during your Spring Break and, rather, sitting on the beach enjoying the sunshine. But if you're not able to push the work aside, here are some ways Phone.com can keep you connected while you're away. 1. Vacation Autoresponder Tell your customers that you're on vacation without even having to pick up the phone. Change your Menu or Voicemail greeting to announce the schedule adjustments to anyone who calls. 2. Voicemail Notifications to Email and SMS Again, no reason to answer the phone! Kick up those feet and let the calls roll to voicemail. You'll receive an email and/or SMS notification that you have a message waiting for you. 3. Fax to Email No need to hang out near the office fax machine for your paperwork to arrive. Get your toes in the water and wait for the faxes to come to YOU. We'll send... Read More →